People want their web sites up and running 24x7. They do not want to speak a level 3 tech in 5 AM in fact. Most providers offer 24x7 level 1 techs and the problems arise when the servers' management is poor since shortly lots of web site owners will begin to say "help, where is my site, why my site loads slow, where are my emails?". Briefly tech support issue is not as simple as marketed mostly as 24x7.